This study delves into the intricate landscape of customer loyalty in the service industry, aiming to unravel the key determinants that form the building blocks of sustained customer commitment. Through a comprehensive review of existing literature and empirical analysis, this research identifies and examines the critical factors influencing customer loyalty. The investigation encompasses diverse service sectors, shedding light on the nuanced dynamics that contribute to the establishment and maintenance of customer loyalty. The findings not only enhance our theoretical understanding but also provide practical insights for service providers seeking to cultivate enduring relationships with their customer base.

This study investigates the intricate dynamics influencing customer satisfaction within the context of GOJEK, a prominent ride-hailing and multi-service platform. Focused on the crucial factors of perceived ease of use, perceived usefulness, and trust, our exploration seeks to unravel their collective impact on customer satisfaction. Employing a quantitative research design, survey data from GOJEK users is analyzed to discern patterns and relationships. The findings contribute valuable insights to the understanding of customer satisfaction in the context of multi-service platforms, shedding light on the role of user experience, utility, and trust in shaping overall satisfaction.